Company culture, brand story, brand experience, brand loyalty. Find out how emotional intelligence, or the ability to manage your emotions to better interact with others, is interconnected to all four and why it must be maintained over time in Part Two of The 19: Entrepreneur Edition with Lindon Crow.
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Hello and welcome back to The 19: Entrepreneur Edition! I’m Rochelle Reiter, President of Orange Label. In Part Two of our interview with Productive Learning President Lindon Crow, we’re discussing the connection between emotional intelligence, company culture and brand loyalty. Let’s pick back up where we left off!
HOST: Let’s talk about culture, you mentioned it a couple times, how can emotional intelligence affect culture?
LC: Well, like I said before, if – the culture is going to be defined by the mission of the organization, the purpose or the why behind the organization and the values of the organization, how we conduct ourselves. So that’s going to be the guiding principles and in order to achieve that we have to figure out how you and I work together and policies and procedures may not cover that, because we’re not going to talk about, “Yes, you need to turn this in to me by four, you can’t turn it in to me by five because I can’t get my job done,” that’s a policy and procedure. But how I interact with you. How I engage you to get the best out of you when I turn that thing in at four. That is going to be developing the culture because that has to do with the relationship dynamic that you and I have – the trust and the vulnerability that you and I share, and if we can do that and I can communicate that in a way that is clear and articulate to influence you to get the best out of you, that’s that intangible feeling you get when you walk into an organization and it feels good to be there. Versus you walk into some organization and it just feels dead inside.
LC: And that’s all the company’s culture, that the experience of dealing with the organization – whether from the outside in as a client or as somebody that’s contracted to them or as the employees when they walk into the organization, how they feel about themselves when they walk in. How they feel about their direct reports or the people that they work with – their peers or their subordinates. All of that is going to be the development of their culture and emotional intelligence is going to say, “Well if you can understand yourself then you can understand how to align with that company culture so that we are all rowing in that same direction.
HOST: In that same direction. Yes, that’s fascinating! So, do you believe organizations with high emotional intelligence have stronger brand loyalty?
LC: Without a doubt, so go back to this feeling of culture. And if we can see the Domino effect of if you have high EQ within an organization – the individuals – therefore their culture is strong and if their culture is strong, they’re creating an experience that has healthy, engaging, interesting, happy…
LC: It’s motivating. It’s juicy, it feels good. So that’s the experience that the employees are having, but also those that are buying whatever product or service from that organization. So, they feel good about working with that company or dealing with that company. Like take Apple, right? They have a Genius Bar. Like how cool is that? They don’t have customer service; they have a Genius Bar. So, I feel cool walking in and going to a Genius bar and talking with a Genius about my iPhone.
LC: And then I feel even cooler because I walk into